“RETAIL ENVIRONMENT”

Submitted to:

“Ananya Pati and Anurodh Agnihotri”

SCHOOL OF CREATIVE BUSINESS

Post Graduate Basic Diploma In Fashion Business

(Marketing & Merchandising)

Submitted by: “Bhawana Bothra & Vividha Bora”

“5000017532 & 5000017041”

Submitted on: 31st May 2022

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 ACKNOWLEDGEMENT

This project would not be possible without the invaluable help and support of a number of my
professors, classmates and colleagues. I would like to take this opportunity to express my
sincere gratitude to all those who have accompanied me on this academic journey.

I would like to thank my Associate Dean (Mr. Neeraj Paul) as well as our Department Leader
(Mr. Anurodh Agnihotri) who gave me the opportunity to do the project.

I would also thank my tutors (Ananya Pati and Anurodh Agnihotri), for her/his guidance in
helping me to conduct the project.

A very special vote of thanks to Pearl Academy, Mumbai providing me with the platform to
conduct the project.

Thank you!

Bhawana Bothra and Vividha Bora.

Date- 31st May 2022

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 INDEX

Topic Name Page No

1. Introduction To Retailing 5
2. Introduction To Retail Industry 5
3. Introduction To Big Bazaar 6
4. Chapter 1 : Band Overview 7-23
 Evolution of the Brand
 Vision
 Mission
 Marketing Mix
 Services Offered
 Organization Structure
 Store Format
 SWOT
 Growth Plan / Strategy
5. Chapter 2 : Business Plan 24-25
 KPI’s
6. Chapter 3 : Store Operations 26-38
 Store Opening
 Store Maintenance
Store Administration
 Checklist for Housekeeping
 Checklist for Maintenance
Store Employees
 No of Employees (part time, full time,
weekend staff)
 KRAs o Grooming Standards
 Shift Timings (if any)
 Employee Scheduling, Lunch and Tea
Breaks
Store Policies
Store Displays/ Visual Merchandising
Processes (including Planograms)
 Store Information
 Customer Services and CRM Strategies
 Store Security
7. Chapter 4 : Customer Experience 39-46
 Entry Procedure
 Baggage/Token Counter
 Selling Process
 Consumer Engagement
 Cash Management and Customer
Checkout

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  After Sales Service
 Alteration
 Handling Customer Complaints
 Any Other
8. Chapter 5 : Store Inventory Management 47-58
 Merchandise Handling Processes
 Stock Management
9. Chapter 6 : Evaluation Of Store Location 59-60
10. Big Bazaar Goregaon, Mumbai 61-62
11. Data Interpretation 63-69
12. Chapter 7 : Key Insights 70-74
 Bibliography / Reference (Harvard Style)
Annexure (Any Formats/Additional
Material)

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INTRODUCTION TO RETAILING

"The retail industry is distinct, diverse, and dynamic." "It is a hugely important economic
activity for most developed countries." It creates cash and riches for the country, fosters
investment, and advances technology. "It provides employment and wealth for the
economy," he said. "It is an important source of employment and a dynamic component of
our changing society." Because retailing engages in larger-scale activities, it necessitates a
huge workforce to oversee and manage its operations. Retailing also benefits society as a
whole by offering affordable goods and services and raising people's living standards. "Retail
activity can be considered a significant contributor to the overall economy."
Retailing is a collection of operations that sells products or services to end users for personal
or home use. This is accomplished by coordinating their availability on a large scale while
supplying them to consumers on a small scale." Retailing makes vast amounts of products
and services available. Retailers create or acquire products/services in large quantities in
order to benefit from economies of scale and develop competitive pricing strategies.
Generally, products and services are sold in stores or over the internet.

INTRODUCTION TO RETAIL INDUSTRY

In India's first decade of modern retail, there was a transition away from traditional kirana
shops and toward new forms such as department stores, specialty stores, hypermarkets,
and supermarkets in a variety of sectors. In metros and mini-metros, modern shop forms
have proliferated. In recent years, modern retail has established itself in tiny towns, providing
inhabitants with unprecedented shopping opportunities.
Branded stores (exclusive showrooms either owned or franchised out by a manufacturer),
specialty stores (greater choice for consumers, comparison between brands possible),
department stores/supermarkets (one-stop shop catering to a variety of consumer needs),
hyper-marts (low prices, vast selection available, including services such as cafeterias), and
shopping malls are some of these stores (variety of shops available to each other ).

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INTRODUCTION TO BIG BAZAAR

The Pantaloon Group owns the Big

Bazaar retail mall chain in India, which
currently has 31 locations. Kishore
Biyani, the CEO of Pantaloon Retail
India Ltd, came up with the concept.
The goal from the start was to make Big
Bazaar as comfortable as possible for
Indian customers. As a retailer,
Kishoreji excelled at this. He felt
confident in what he was doing, despite
the fact that it contradicted logic.
Big bazaar isn't your typical
hypermarket. It meets all of your family's requirements. Big Bazaar's value for money
proposition for Indian clients sets it apart from other businesses. Big Bazaar guarantees that
you will get the best products at the best pricing. It has opened the doors
into the world of fashion and general items, including home furnishings, (Swarajya, n.d.)
cookware, crockery, cutlery, sports goods, and much more, at costs that
will surprise you. And this is only the start. Big Bazaar intends to bring a lot more to their
shopping experience for its clients.
Bazaars, mandis, and melas in India are environments built by traders to offer shoppers a
feeling of time, place, and event. They provide a welcoming environment where men and
women of all castes, creeds, and social backgrounds can shop together. Big Bazaar's
founders were adamant from the start that their modern stores needed to mirror the look and
feel of Indian bazaars, so that no consumer felt intimidated by the surroundings.
The majority of Indians are unprepared for the rise of materialism in the country. Because we
misjudge how many people will fly, our airports get overcrowded. Our cell phone networks
are continually crowded because we underestimate how many people will talk on the phone
for how many billions of minutes. However, the minds behind Big Bazaar's phenomenal
success have grasped and comprehended the force of consumption at work.

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On any given day, Big Bazaars across India draw a few thousand people, and even more if
they are offering something extra on each purchase, as they usually are! And Big Bazaar's
sales team, as well as the executives, are
ready for them.

BRAND OVERVIEW
(India reatiling Beareu,
Big Bazar, a 14 March 2019) subsidiary of the Pantaloon Group, is a hypermarket
that sells a wide range of high-quality goods at reasonable costs
to everyone. Big Bazar has approximately 50 locations across India, including both metro
areas and small towns. Big Bazar has made a name for itself in the Indian retail industry,
and shopping here is made even more memorable by the various rates of discounts on
products and discount (infinity, 2015)vouchers available in a variety of amounts, such as INR
2000, INR 3000, INR 4000, INR 5000, and
INR 10000 on all Big Bazar products and
accessories.
Report 2010
Big Bazar's product selection
is diverse: This huge format store has
practically everything that consumers of
various income levels require. Clothing and
accessories for men, women, and children, as
well as playthings, stationary, and toys,
footwear, plastics, home utility products,
cosmetics, crockery, home textiles, baggage gift items, and other novelties, as well as food
products and groceries, are all included. Customers shopping in Big Bazar also benefit from
ongoing discounts and promotional deals on the store's salable merchandise.
The Big Bazar's most notable characteristics include: Shopping in the Big Bazar is a
fantastic
experience
because you
(infinity, 2015)
can find
practically
everything
under one
roof. It
provides a
variety of
features to
meet the
needs of
shoppers.
The following

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are some of Big Bazar's notable features: The Food Bazar, or the grocery shop with the fruit
and vegetable department. There is a section dedicated to children's entertainment.
Furniture Bazar is a huge portion of the market dedicated to furniture. Electronics Bazar
refers to the portion of the market dedicated to electronic items and cell phones.
[FutureBazaar.com] or the online shopping platform, which makes shopping easier by
allowing customers to purchase various Big Bazar products at the same time from the
comfort of their own homes. Customer service telephoning services that are well-regulated.
A few of the sections in Big Bazar are as follows: Books are number one, followed by
cameras, computers, and peripherals. 4. Electronic devices 5. Gift Certificates 6. Fitness and
Health 7. Household and Kitchen 8. Jewelry 9. Memory and Storage 10. Cellphones and
Phones 11. Films and Videos 12. Watches 13. Women's clothing 14. Men's clothing 15.
Children's clothing 16. Other

EVOLUTION OF BRAND

Big Bazaar is a chain of budget department stores, hypermarkets, and grocery stores that
operates in the United States. Kishore Biyani is the founder of this chain as
(D21, n.d.)
well as the CEO of Future Group (parent company of Big Bazaar), which is
well-known in the Indian fashion and retail industries.

Big Bazaar was India's first retail chain and remains the most successful and largest to this
day. It is a parent chain that includes Big Bazaar, e-zone, and Food Bazaar, all of which are
located under one roof. It also has a sister chain of stores such Brand Factory, Central, and
Home Town.

How It All Began

It is India's first hypermarket retail location, having opened in 2001. Initially, the originator
chose the name 'Bazaar' to reflect the Indian mandi aesthetic. However, because the market
was larger than ordinary markets or mandis, it was given the appellation 'Big Bazaar,' which
began India's retailing chapter.

It began with a fashion format that included clothing, accessories, and general merchandise.
But now it has everything under one roof.

Launching
Within 22 days, it will launch in three cities: Bangalore, Kolkata, and Hyderabad. It opens its
first store in Nagpur in 2003, welcoming ten million consumers. It launched the ICICI bank
card in 2002. It offers a novel shopping scheme in 2005, allowing customers to trade their
unwanted household items at
Big Bazaar.
PRIL launched its first Big
Bazaar in 2001. The goal of
this bazaar was to provide
customers with the highest
monetary value.

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To give clients the best possible trades, the shops focus less on brands and more on
unbranded products of similar quality.
The first food bazaar opened in Mumbai in 2001. It was more concerned with nutrition and
food market items.
It became India's number one retail merchant in 2004.
This bazaar bills itself as a "value for money preposition for Indian households." They seek
to give their consumers the best possible service by meeting all of their needs while staying
under budget.
Big Bazaar now offers a diverse selection of items and services that reflect the aspirations of
millions of Indians.
It currently operates 300 outlets in 100 locations across the country and plans to open
another 100 in the coming months.
It wins the 'Retailer of the Year' title in 2004 for accomplishments such as opening three
stores at once and welcoming more than 10 million customers in three years.
Future Group successfully launched "Big Bazaar Direct" in 2013. This franchise's goal is to
sell Big Bazaar products through catalogues available on a tablet.
For the third year in a row, it received the CNBC Awaaz Consumer Award.
Big Bazaar has launched a new business model that allows franchisees to offer Big Bazaar
products to their clients via the internet.
They develop unique partnerships with branded merchandise to provide special services and
products in tier I and tier II cities.
Mr. Biyani's leadership and vision have led to the Big Bazaar receiving numerous major
customer awards both worldwide and nationally for its unique bargains and client
propositions.
Big Bazaar's strategy is constantly focused on gaining the trust of its customers. Instead of
expanding the number of stores, they place a greater emphasis on consumer believe and
trust.
Indian citizens have always aided them in achieving their goals in a short period of time.
India is currently making history in the world-organized retail sector.
The new store in Bistupur spans 32,989 square feet and has proven to be an ideal shopping
location for clients by offering a wide choice of new product designs.
The 'first mover advantage' of India's Big Bazaar encompasses significant changes in
people's purchasing behaviour because it delivers everything under one roof at reasonable
prices.

VISION

“Future group shall deliver Everything, Everywhere, Every time to Indian customers in most
profitable manner”.

MISSION

We will be the trendsetters in evolving consumer brands and delivery formats and by making
consumption affordable for all customer segments. We shall infuse Indian brands with
confidence and renewed ambition. We shall be efficient, cost- conscious and committed to
quality in whatever we do.

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MARKETING MIX

PRODUCT: the PRICE: how much

features & appearance customers pay for
of goods &services product

MARKETING
MIX

PROMOTIONS: how PLACE: the points where

(Shastri, 2022)
consumers are informed products are made
about products 10 available to customer
PRODUCT

Big Bazaar sells a large selection of products from Levis, Allen Solly, Pepsi, Coca-Cola,
HUL, ITC, P&G, LG, Samsung, Nokia, HP, and other brands, including apparels, food, farm
supplies, furnishings, child care, toys, and more.
Big Bazaar also offers a number of in-house products, including DJ & C Tasty Treat, Sensei
Care Mate Koryo, and 44 more.

PRICE

Big Bazaar's price goal is to achieve "Maximum Market Share." The following approaches
are used to price items at Big Bazaar:
Value Pricing (EDLP – Every Day Low Pricing): Big Bazaar guarantees customers the lowest
accessible price without the need to clip coupons, wait for sales, or compare prices.

ExtraEssay

11
Promotional Pricing: Big Bazaar offers low-interest financing. Customers are also attracted
by the psychological discounting principle (Rs. 99, Rs. 49, etc.). Big Bazaar also offers
discounted rates for special events (such as Diwali, Gudi Padva, and Durga Pooja).
Differentiated Pricing: Differentiated pricing, or a fee difference based on peak and non-peak
hours or days of purchasing, is another pricing approach employed in Indian retail, which Big
Bazaar employs extensively.
Wednesday Bazaar, for example.
Selling combo-packs and providing discounts to clients is referred to as bundling. Customers
value the combo bundles, which leads to greater sales. Bundling is very important to Big
Bazaar.
At example, three Good Day family packs for Rs 60 (one pack costs Rs 22).
For Rs 599, you get 5kg oil, 5kg rice, and 5kg sugar.

PLACE

The Big Bazaar stores come in three sizes: hypermarkets with 40,000-45,000 square feet of
space, Express stores with 15,000-20,000 square feet of space, and Super Centers with
over 1 lakh square feet of space. Big Bazaar currently has 116 outlets in over 34 cities and
PSCHYCOLOGICAL PRICING TIME PRICING VALUE PRCING

towns across India. These stores are also doing well in tier II cities, aside from Metros.
These establishments are usually found in high-traffic locations. Big Bazaar plans to open
stores in developing areas to take advantage of the low real estate prices. Mr. Biyani intends
to invest roughly Rs 350 crore in the
SlideShare SlideShare SlideShare
expansion of Big Bazaar over the

12
next year. To obtain a competitive advantage, Big Bazaar has established
www.futurebazaar.com, a website that allows users to order things online and have them
delivered to their doorstep. This allows clients to save a significant amount of time.

PROMOTION
Big Bazaar's many marketing schemes include:
 "Saal ke sabse saste 3 din"
 "Hafte ka sabse sasta din "Wednesday bazaar"
 Exchange Offers "Junk swap offer"
 Future card (3 percent discount)
 Shakti card
 M.S. Dhoni and Asin endorse the brand
 Advertisements (print, TV, and radio).
 Famous Bazaar has come up with three appealing slogans that have been written on
hoardings and are aimed at big names like Westside.
Stop for Shoppers and Lifestyle (Times, n.d.)

 "Keep West- aSide," they say. Make a wise decision!"

 "Hello, shoppers!" Stop. Make a wise decision!"

(Times, n.d.)

(e4m, n.d.)

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  "Change your way of life.
Make a wise decision!"

PEOPLE
Store employees that have been
properly trained to assist
customers with their purchases
Nearly 10,000 people are
employed, with an additional 500
workers hired each month. The

(Anon., 22-12-2018)

appeal of the store is enhanced by well-dressed workers. Multiple cash counters, store
workers to retain bags, and security guards at each gate all contribute to a customer-friendly
environment.

PROCESS
Big Bazaar focuses a high value on the
entire process, from product purchase to
delivery. Customers can put the items they
want to buy in their cart from the racks
when they enter the store. There are
several counters where you can get a bill
for your purchases. Big Bazaar also offers
free delivery on transactions over Rs. 1000.
(Times, 14-08-2015)
PHYSICAL EVIDENCE
Big Bazaar's products are neatly organised
in appropriate racks. In the store, there are

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various departments that display comparable things.
Boards/written displays are placed throughout the store to assist
in identifying the location of a product.
Additionally, boards are hung above the products with
information on the products, their prices, and special deals. Big
Bazaar stores are typically formed like a U and are well-planned
and built

(Industries, 2020)

SERVICES OFFERED
 E-tailing

Retailing
SaleRaja , 2022
aa

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 Food
 Additives & preservatives, Baby food,
Dairy products,
Drinks &
Beverages, Health
foods, Ready to
eat & cook

Pinterest Pinterest

 Fashion –
 Children wear, Boys wear, Girls wear Infant wear Kids accessories

YouTube IndiaMart

 Home Solution
Furniture, Got it

Retail4Growth, 2015 Pinterest

 General merchandise
 Footwear, Luggage, Plastics, Sports Goods, Toys, Utensils

 Leisure and Entertainment

Facebook Big Bazaar

Twitter Big Bazaar

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  Wellness and Beauty

YouTube
Adgully

 Books and Music

YouTube
Amazon.in

 Footwear

 Electronics

gettyimages Lagence

YouTube SaleRaja
YouTube

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  Crockery

 Catering Services

YouTube YouTube

Quora

EPoS Services

ORGANIZATIONAL
STRUCTURE

BIG BAZAAR adheres to the following

principles: division of labour, authority and
responsibility, equity, order, discipline,
remuneration, subordination of personal
interests to the greater good, unity of command,
unity of
direction, esprit de corps, YouTube and scalar chain. The Economic Times

18
 PRESIDENT

VICE PRESIDENT

MARKETING HR CATEGORY FINANCE OPERATION

MANAGER MANAGER MANAGER MANAGER HEAD

MARKETING HR HEAD CATEGORY FINANCE STORE

HEAD HEAD HEAD MANAGER

STORE
MANAGER

19

ASST STORE
MANAGER
STORE FORMAT
With more and more researches being conducted these days to analyse client behaviour,
Big Bazaar has deployed all of the tools necessary to increase customer spending every
time they visit their stores. Big brands including HUL, P&G, Nivea, ITC, and others acquired
the corner aisles in a grid pattern. People sometimes complain about giant bazaar stores
being disorderly. To respond, Kishore Biyani claimed in a statement that "BigBazaar stores
are purposefully constructed that way to make the
SlideShare SlideShare

20
 look populous." This attracts even
more customers." The products in
the aisles were organised so that
the most expensive items in each
category were at eye level.
Second most expensive, below
eye level, and so on. One strange
observation was that their own
labelled products were kept on
the left side of other branded
products, rather than the other
way around.
Here are some examples of the
same. The layout of each store level is also provided.

In the retail industry, more systematic attention is increasingly being paid to effective store
design, which influences client buying behaviour. Visual merchandising and store layout are
two of the most important aspects of in-store design. Store marketing, positioning, and
communication strategies are all coordinated through visual merchandising. A well-designed
in-store display gives the store a more appealing appearance to the target audience and
draws them to the products. Effective product display makes products easily accessible to
target clients and shows
them off in a way that makes
the choosing process simple
for them. The efficient layout
of the store leads to the
SlideShare
efficient use of store space.
By enabling convenient
shopping, a well-designed
layout may help people
appreciate the atmosphere.
Retailers use a variety of
shop layout patterns to
encourage customers to visit
all areas of the store and to
make merchandising more
accessible.

SlideShare

21
The ultimate goal of effective retail design is to enhance sales and profits. Customers'
buying behaviour is influenced by the factors, whether directly or indirectly.
SlideShare
Customers are drawn to visual merchandising because it piques their
curiosity and creates a favourable image of the store in their minds. Customers appreciate
the convenience of the store layout, which makes shopping a breeze. Retailers strive to
produce a positive psychological influence on customers by designing store elements in the
most sophisticated way possible. Retailers, for example, utilise visuals with societal
implications to identify customers with a certain way of life. People frequently remark that Big
Bazaar outlets are always packed.
As mentioned by Kishore Biyani and also noted above. Few people realise, however, that it
was purposefully made to seem like that. The masses never enter a shop that appears
pristine and empty. There must be a 'button brush effect' as well as a 'ordered chaoses.' We
Indians enjoy running into one other, conversing, gossiping, and eating while shopping!
The layout of the Big Bazaar comprises of lengthy rows of parallel fixtures with no aisles
because aisles are monotonous
and can't be dramatised. Within
each store, Big Bazaar creates
many clusters or mini-bazaars. It SlideShare
was created as a conglomeration
of bazaars with several sections
offering various goods.
 "It makes optimal use of
space
 Allowing for simple sitting
of items and product
connecting across the
store, and allows for more
people in the store at any
same time."
 Allows retail employees to operate alongside customers without causing them any
inconvenience.
 Create a self-service environment.

SWOT ANALYSIS

Strengths
 Big Bazaar caters to the upper middle and middle classes.
 Big Bazaar provides variety, quality, options, and convenience.
 The product range is extremely diverse.
 Strong local market presence.
 Customers are drawn in by promotions such as discounts, sales, and exchange
offers.
 Advertisements featuring brand ambassadors have also increased Big Bazaar sales.
 Big Bazaar is able to keep its positive brand image in the minds of its customers.

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  The infrastructure is excellent.
 The offers are appealing.
 Big Bazaar is located in high-traffic areas.
 Big Bazaar has made significant investments in the retail industry.
 India's largest retail chain network.
 Big Bazaar provides a pleasant shopping experience.
 Online ordering and delivery systems are efficient.
 Big Bazaar's guerrilla marketing techniques are effective.
 Salespeople are well-trained and always willing to assist customers in making
purchasing decisions.

Weakness
 Big Bazaar is unable to establish a presence in the international market; its presence
is limited to India.
 Big Bazaar's retail strategy is not based on lifestyle, taste, or budget.
 The store's opening hours are not properly managed.
 Revenue is declining as a result of competitors and new entrants.
 Big Bazaar gets crowded during sales.
 Billing takes time because billing executives explain Future Pay cards to each
customer individually.
 Some advertised items are not in stock at the store.

Opportunities
 Big Bazaar has the ability to open stores all over the world.
 Products in the premium segment can be targeted.
 Foreign Direct Investment is an option for store operations.
 It is possible to target rural markets.
 New shopping malls and shopping centres are sprouting up. Where a Big Bazaar
store's revenue can be increased.
 People are drawn to large stores as mall culture grows.
 Big Bazaar can provide local products based on regional needs.

Threats
 International rivals
 Amazon, Flipkart, and other online grocery companies may have an impact on Big
Bazaar's market share.
 D-Mart and Reliance Retail are competitors.
 Unorganized retail is another major threat.
 Government policies and regulations pertaining to the retail industry.
 International players interested in opening stores in India.

GROWTH/PLAN STRATEGY

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Big Bazaar Company is a worldwide corporation with a strong presence in specific market
categories. The industry's increasing rivalry has made it difficult for Big Bazaar to maintain
its market leadership position and grow market share without putting in significant effort. The
current business climate requires Big Bazaar to have a significant competitive advantage in
order to stay ahead of the pack. Big Bazaar, as a worldwide brand with a significant
presence around the world, has established its competitive positioning based on a number of
key elements that give it an advantage over competitors, including the Competitor in the
majority of consumer markets.
To deal with the competition, the corporation has used a combination of cost leadership,
differentiation, and focus methods. Focusing on the most appropriate intense growth
strategies based on three generic strategy streams achieves the client base expansion and
sales growth objectives (cost, differentiation and focus). Market penetration, product
development, market development, and diversification are among Big Bazaar's intensive
growth strategies for achieving growth targets. This article goes through in depth how Big
Bazaar achieves a competitive advantage by implementing general and intensive expansion
tactics.

SlideShare

CHAPTER 2: BUSINESS PLAN

24
The Big Bazaar Direct is considering a business model transition; however, it is currently
following the B2B business model in which common men can get an opportunity to establish
trading by becoming a Big Bazaar franchise.
According to Aithal (2016), the B2B or "business to business model" is based on the general
assumption that consumers and trading are diametrically opposed.
Customers, according to this model, are consumers, whereas trading serves as the provider.
In the case of B2B, it is a type of business model in which products and services are
exchanged between two or more trading parties. Because B2B is a type of transaction that
occurs between businesses such as a manufacturer, wholesaler, and retailer.
Big Bazaar does not do business with individuals, but rather with businesses. One of the
most important aspects of Big Bazaar is that there are no middlemen because they mostly
buy directly from producers, allowing them to eliminate middlemen and their profits
(Bigbazaar.com, 2020).
Big Bazaar is a large-scale organisation with hundreds of stores; profits and benefits are
primarily derived from wholesale discounts. Another significant advantage enjoyed by the
aforementioned organisation is that, due to their large scale, they can save money on things
like transportation, promotion,
and advertising.
Furthermore, they can transport
a large number of products,
resulting in the dispersion of
costs on various items, resulting
Unique Submission
in a relatively lower price.
According to Iankova et al.
(2019), the organisation also
practises bulk purchasing from
manufacturers, which helps to
reduce expenditures.
The previously mentioned
hypermarket-based organisation
operates in the mass merchandise or even value retail space. According to Likoko and Kini
(2017), mass merchandising is a common method of selling items, most insurance policies
where the employer is linked or another company agrees to assist in the sale of the products
to its respective consumers.

KEY PERFORMANCE INDICATORS

 Website traffic/foot traffic: Assess your marketing and advertising efforts.

25
  Average Transaction Size: Examine customer purchasing habits.
 Average Units per Customer: Learn about customer behaviour trends.
 Total Sales Volume: Keep track of your sales figures over time.
 Compare the inventory received and sold to determine the sell-through rate.
 Back Order Rate: This metric measures your ability to fulfil customer orders.
 Rate of Return: Calculate the number of orders that were returned to you.
 Customer Retention: Discover how to keep customers for the long term.
 Retail Conversion Rate: Increase your retail conversion rate.
 Orders totaled: Examine the progression of order placement.
 Total Regional Sales: Examine how much you sell and where you sell it.
 Order Standing: Real-time tracking and analysis of your orders
 Perfect Order Rate: Count the number of orders that are delivered without incident.
 Reason for Return: Learn why customers return their orders.
 GMROI: Monitor the relationship between investment and return.
 Revenue per Employee Monthly: Assess the worth of your employees.

Pinterest

CHAPTER 3: STORE OPERATIONS

26
The field of retail store operations encompasses all of the activities that keep a store running
smoothly on a daily basis. Everything in the best-run stores is carefully considered, planned,
and executed. Store design, display placement, customer service, money and credit
handling, shoplifting prevention, premises maintenance, staff management, inventory
optimization, and dealing with the entire supply chain that leads to having products in the
store are all aspects of operations.
In recent years, retail has been difficult. The rise of e-commerce giants like Amazon has
disrupted many retail store operations, and it's critical that today's retail operations
professionals adapt to meet that challenge. Many retail professionals believe that superior
customer service, whether in-store or online, is the key to success today and in the future.
"There is a lot of synergy between your physical store and your online operation," says
Jason Parks, Co-Founder of Derm Warehouse, an e-commerce site for beauty and skin
care. "If you only have a physical store and no online presence, you can differentiate
yourself by providing excellent customer service." Actual human interaction can never be
replaced, and that is a store owner's advantage."

STORE OPENING

 Tasks-30 minutes prior to Opening

 Disable alarm.
 Turn on lights necessary for sales floor preparation.
 Walk the floor to inspect housekeeping and use store evaluation checklist.
 Open safe, remove cash register tills.
 A designated manager should only unlock the doors for arriving associates or for
necessary traffic as mentioned above. All perimeter doors should remain secured
except when in use.
 Turn on computer and overhead music systems.
 Turn on air conditioning system.
 Start creating a daily task list.
 Check e-mail and respond as needed.
 Ensure the tapes in the VHS VCR/Multiplayer are changed and the unit is recording.

(Justdial, n.d.)

27
  Get outfitted with supplies and radio.
 Managers and employee should arrive 30 minutes before opening to prepare for the
day's activities.

STORE MAINTAINANCE

 Move shopping carts and products to the sidewalk or outside selling areas as
needed.
 Assign cleaning/restocking/merchandising duties.
 Activate any working displays.
 Put up any sale signs needed for the start of a new sale.
 If a promotion ended the previous day, take down all related signs.
 Make adjustments to the schedule if necessary.
 Examine the shop front's condition.
 The check signage is lit up.
 Examine the security door's operation ( or seek feedback from staff)
 Examine the hardware and major components ( locks, latches, guides, ceiling track
etc)
 Make a note of any issues that need to be followed up on or escalated.
 Ensure that all floor fixtures and display units are secure ( castors, frames etc)
 Fitting room doors should be checked for functionality and safety.
 Examine the operation of the locks and staff keys.
 Check that the fitting rooms have enough hooks and hangers ( internal and external)
 The switchboard is easily accessible and not obstructed by stock, etc.
 A fire extinguisher is mounted on the wall, along with the necessary signage.
STORE ADMINISTRATION

28
Managing the property: Keep the store in good working order. Make certain that
inadequate facilities or poor maintenance do not turn off customers. A store, like a home,
necessitates consistent care and attention. Customers may judge you based on a strewn
parking lot, inadequate air conditioning, or filthy restrooms.
Employee education: Employee training is critical, especially given the high turnover rate in
retail jobs. Customer service and store procedures, such as cash handling and internal
controls, must be taught to employees.
Managing promotions and events: Stores rely on sales and promotions to drive additional
business.
Data management and technological application: This includes streamlining store
operations with POS systems, barcoding, and utilising a customer relationship management
(CRM) platform. Stores can guide targeted customers toward sales and offers, build their
loyalty, and improve customer service - all while increasing the store's bottom line. Stores
can also use data to identify bottlenecks and inconsistencies, increasing efficiency and
timeliness.

CHECKLIST FOR HOUSEKEEPING

To maintain the health and hygiene standards by which every retail and other commercial
outlets are regulated, regular cleaning is essential. Not only does it secure you from
penalization it also raises the value of your property and your client footfall. It does not
matter if your retail store is small, medium sized or a huge departmental store, preparing
checklists for daily, weekly and monthly cleaning can make the process easier and faster.
 Shelf cleaning and dusting
 Organize the merchandise on the shelves.
 Clean the glass display units on the outside.
 Clean the cabinetry's chrome trim.
 Remove any remaining adhesive residue from the shelves and display units.
 All glass surfaces, glass partitions, and mirrors should be cleaned.
 Dust and clean the furniture, windows, window sills, fire extinguishers, and decorative
items.
 Remove the stains and spots from the walls.
 Clean soft furnishings with a vacuum.
 Leather upholstery and jewellery tables should be cleaned.
 Vacuum the carpeted area and spot clean as needed.
 Clean the hard floors with a mop.
 Empty the trash can, replace the liners, and place them back where they belong.
 Vacuum and mop the stairs and landings
 Dust and polish the ledges, railings, banisters, fixtures and fire extinguishers
 Spot clean any mirror and glass surfaces
 Disinfect the toilet bowls, seat, and rim.
 Unclog the drain and clean the wash basin
 Clear out the faucets.
 Mirrors and glass surfaces should be cleaned.
 Wipe and disinfect the splash back. Glassdoor
 Refill the soap and toilet paper dispensers.
 Clean the outsides of cabinets and closets.

29
  Empty the trash can, replace the liners, and place them in appropriate locations.
 Trash bags should be discarded.
 Vacuum and disinfect the floor.
 Clean the doorknobs and doors.
 Empty the trash cans, replace the liners, and place them in appropriate locations.
 Clean and dust any furniture, windows, doors, and fixtures.
 Clean the air vents
 Clean the floors by sweeping and mopping them.

Item To Clean Basic Cleaning Last Cleaned Print Name MGT.

Instruction Initials
Date Cleaned Employee Sign
Ceiling Clean Vents, clean
(Monthly) ceilings, remove
cobwebs, dust, dirt
Ceiling Lights Clean Ceiling lights
(Monthly) fixtures and replace
light bulbs
Other Light Clean Ceiling lights
Fixtures fixtures and replace
(Monthly) light bulbs
Walls Remove grease and
(Monthly) clean
Kitchen Hoods Clean filter; replace
(Monthly) when needed
Furniture Clean thoroughly
Upholstery
(Monthly)
Carpets Shampoo and steam
(Every 2 months) clean

30
 Grease Traps Clean and degrease
(Monthly) grease trap system
HVAC Shampoo or steam
(Every 2 months) clean
Hard Floors Strip and reseal or
(Every 6 months) wax

CHECKLIST FOR MAINTAINANCE

Maintain a clean environment.

Making sure your office is always clean is a cardinal rule for office maintenance. A dirty store
will always give the wrong impression, so make sure that every section of your store is clean
and free of dirt. If you have been cleaning your store but have seen no significant changes,
you should consider hiring a commercial spring cleaning service. You will undoubtedly notice
the differences.

Examine the HVAC system

While you're inspecting the store's cleanliness, you might as well inspect your air
conditioning system. It will not function properly if it is too dirty. Your air conditioner's
purpose is to keep the humidity low and the space cool. If you do not get this from your air
conditioner, it is likely that dirt has accumulated in the filter or that there is a problem with its
electrical system.

Examine the signs

You may need to inspect the store's lighting, particularly those used to illuminate the aisles
and the space in general. Aside from the Florida commercial lighting, you should also look at
the store signs. Check that they are not defective, especially if they bear your brand.

31
For the store, use a different layout.
You may believe you have a small space, but you must learn
how to make the most of it. You can only do so by creating a
unique and optimised layout for your store, so why not consider
hiring an interior designer or a professional who can make the
space much more functional?
When you own a physical store, you must always keep it in
good condition. You must ensure that the space is not only
beautiful but also functional, allowing your customers to have a
pleasant shopping experience. Maintenance and upkeep will
always be your top priority. And, if you want to reopen the shop,
gradually shift your strategy to renovation and remodelling.
STORE EMPLOYEES

No of Employees Full Time 40 Employees

Security People 4 Security Guards
Shift Timings There are no shift timings
Breaks Every Employee take 1 hour
Lunch Break Subsequently

Big Bazaar Store

KRM GROOMING STRATEGIES

Purpose - The purpose of this policy is to ensure that all employees

understand the BestCollection
importance of
appropriate
grooming and
hygiene in the
workplace or
when
representing
[Enter Employer
Name]. The
grooming and
hygiene
standards
outlined below
establish the
minimum
requirements to
which all
employees,
contract workers,

32
and temporary staff must adhere.

Statement of Policy - [Enter Employer Name] recognises that its employees' appearance in
the workplace contributes to a professional environment and the public image that has
contributed to the [Enter Employer Name's] success. As a result, [Enter Employer Name]
expects employees to be well-groomed and professional when arriving at work or performing
work-related tasks with customers, clients, and colleagues.

Hygiene - As detailed further below, every employee is expected to practise daily hygiene
and good grooming habits.
Hair should be clean, combed, and neatly cut or arranged. Unruly hairstyles are not
permitted. Sideburns, moustaches, and beards should be trimmed neatly. Unusual hair
colours are not permitted.

Make-up - should be professional and conservative.

Fragrance - Recognizing that employees and visitors to the workplace may be sensitive to
or allergic to fragrant products such as perfumes, colognes, fragrant body lotions, or hair
products, [Enter Employer Name] is a fragrance-free workplace. Fragrant products that may
be offensive to others should be used sparingly in the workplace out of consideration for
others.

Nails - Hands and nails should be clean and manicured conservatively.

Jewellery - Employees are permitted to wear tasteful jewellery in moderation. The

department may determine the size and/or number of earrings, rings, necklaces, and
bracelets based on specific job functions, operational, and safety factors. When job duties
pose a safety risk, jewellery may be prohibited or severely restricted. Moderate (in terms of
size and quantity) jewellery may be worn in other areas. Other visible body jewelry/piercings
are not permitted while an employee is on the job.

Tattoos - Tattoos and other body art (such as surgically implanted ball bearings, spikes, and
the like) are not permitted in the workplace. Employees with small, non-offensive tattoos that
cannot be easily covered by standard clothing may be granted an exception (i.e., wrist, neck,
etc.). All deviations must be approved by [Enter Appropriate Position].
Violations of this policy will result in disciplinary action, up to and including termination.
Exceptions - Employees who wish to deviate from any of the above standards should
contact [Enter Appropriate Employer Representative].

STORE POLICIES

Return and Refund Policy at Big Bazaar

Big Bazaar is one of the largest platforms where customers can shop with confidence and
without hassle. All sellers on Bigbazar.org.in have a detailed return policy in place to protect

33
our customers. If a customer is not completely satisfied with their purchase, they can return it
for a full refund of the purchase price.
Customers can send an email to info@Bigbazar.org.in within 30 days of placing their order,
or simply give us a business hour.
Customers should be aware that the company cannot afford to lose money, so returns will
be accepted only if the products are returned in a saleable condition, with the tags intact and
in their original packaging, unwashed and undamaged.
The Bigbazar.org.in team inspects and checks refunds and replacements for
goods/merchandise.
Our Returns Policy does not cover defacement caused by neglect, improper usage, or
Company application."
Non-refundable charges, such as the Cash on Delivery convenience charge and the
shipping charge, will not be included in your order's refund value. Once your return request
has been placed, it usually takes about 72 hours to have the product picked up from your
location and another 7 days to initiate a refund subject to product inspection. If you are
sending the item back on your own, the delivery time will be determined by the courier you
choose. It is subjected to a two-day product inspection. Once the item is received in our
warehouse, refunds are typically initiated within two days of the product inspection. The
customer's preferred mode of payment is obtained upon receipt of payment.

Policy on Cancellation
Because technical cancellation is not feasible/available on any website, we would like you to
contact our customer service or email us at info@Bigbazar.org.in within 10 days of placing
your order. If you cancel your order before it is delivered, you have the option of receiving a
full refund or exchanging it for Big Bazaar credits. In the case of a delivered order, please
contact our customer service or email our grievance officer at info@Bigbazar.org.in.
If you paid with a credit card or through Net-Banking, we can either issue Big Bazaar Credits
or reverse credit to your credit card or credit your Net-Banking account. Credits from
Bigbazar.org.in can be used to make future purchases on the website.
If you paid by Cash on Delivery, we can issue Big Bazaar Credits or a bank transfer. Credits
from Bigbazar.org.in can be used to make future purchases on the website.
If you paid with Bigbazar.org.in Credits, your refund will be issued in Bigbazar.org.in Credits.
This can be used on a future website purchase.
All refunds will be processed within 7 to 10 business days.

STORE DISPLAYS/ VISUAL MERCHANDISING

Big Bazaar's retail format is comparable to a hypermarket. Future Group's various formats
include FBB Store, Central Store, Brand Factory, Food Bazaar, Easy Day, and Big Bazaar.
All of these are Future Retail Ltd and Future Lifestyle Ltd verticals. Today we will go over the
Big Bazaar Display Strategy. In our next post, we will discuss the display criteria for (Fbb
store) Fashion at Big Bazaar. Display is essentially a synthesis of art and science.

Big Bazaar Food Bazaar Display Strategy

Food Bazaar can be divided into the following departments.
 COP -Central of Plate (Staple) / Grocery HPC (Home and Personal Care)

34
  V and F (Fruits and Vegetables)
 Bakery Products Dairy Products
 Meat or no meat? (In few Food bazaar or Big Bazaar you will find this department).
 Fresh is one of the categories which drives customers to store.

Given below points are the key factor in fresh category.

1. Maintain Freshness
2. Quality Products
3. Availability
4. FIFO (Expiry Management) - FIFO stands for first in, first out; this ensures that
consumers receive fresh items every time, and retailers control the loss that may
occur due to product expiration. Remember the following points before delving into
Big Bazaar's display strategy in the processed food category.
 Product shipments should be received according to a predetermined procedure to
ensure that everything arrives in good condition and in the correct quantity.
 Route products efficiently to the appropriate location in the store, such as the
shelves, storage, or holding area.
 In order to track products, enter them into the inventory system.
 Return damaged merchandise in accordance with standard operating procedures.
 A tidy and clutter-free environment.
 Proper signage that informs customers of the selling price.
 The replenishment team ensures that the shelves are not overcrowded.
 They continue to sort fresh, primarily F and V, or Fruits and Vegetables. They keep
the "Would You Buy It" file format, in which they write the quantity or weight of
spoiled and poor quality fruits and vegetables that they remove from display. This
procedure is carried out at least five times per day.
 In each category, a modular plan or MPM (Merchandise Planning and Management)
must be followed.
 Own Brands / Private Label are typically displayed at eye level because they provide
a high profit margin.

(Justdial, n.d.)

35
The planogram and MPM are defined using basic parameters.

A planogram is a tool used by retailers to help them determine the location of merchandise
(Swarajya, n.d.) within a department. It is a diagram that visually communicates how
merchandise physically fits on to a store fixture or window to ensure proper visibility and
price point options. It aids in listing the exact number of square feet used for various
products as well as the exact number of products to be displayed in a specific area.
Advantages of planning:
 Increased consumer appeal of product displays
 Better brand awareness through consistency
 Improved efficiency of shelf space allocations
 Improved financial performance of assortments
 Faster more accurate replenishments
 Quicker inventory resets
 Much better marketing through targeting displays

STORE INFORMATION

36
  The store is located at The Hub, Nirlon Compound, Western Express Hwy, Goregaon,
Mumbai, Maharashtra 400063
 In the basement of this mall the store is opened since 2002 till the date.
 The dimension of this store is around 50,000 sq feet
 Google Map
CUSTOMER STRATEGIES AND CRM SERVICES

Services
 Big Bazaar offers a variety of services to its customers, such as Trail Rooms.
 Elevators
 Car Parking Safety
 Trolleys for Baggage Checkpoints
 Wrapping a gift
 In case of an emergency, make a free call.
 Provide free home delivery for electronic items.
 Wheelchairs are available at the Big Bazaar Stretchers entrance.
 In any case, if a mother wanted to feed her infant child, there is a Water room where
one can easily shop.
 They even offer after-sales service if they purchase an electronic item.
 One of the major services they provide is a one-stop shop, where one can get a wide
range of items at the most reasonable prices. They always have their outlets in
convenient locations.
Big Bazaar has a customer service desk at the front of the store where customers can get all
the information they need about any new scheme or offer that is currently running. Customer
service desks are used to assist and guide customers. They also have a complaint or
suggestion box where customers can write their suggestions and complaints about service,
products, and so on. Big Bazaar offers a toll-free number for customer service as well as an
email address where customers can submit complaints and suggestions. A person who
handles complaints can resolve a customer's complaint within 24 hours. If he is unable to
resolve it within 24 hours, he will try to persuade the customer that it will be resolved within a
few hours or days. If that person is unable to resolve the customer's issue, it is escalated to
the zonal office.
Employee and salesperson relationships with customers: they have also placed a strong
emphasis on persuading customers, in which layout has played a significant role. Customers
find their way out of the store because the layout is so effective. Big Bazaar provides
excellent employee services, as their salespeople are always willing to assist. Employee
service is frequently overlooked as a component of good retail marketing, but customer and
employee interaction can be powerful retail marketing tools.

37
CRM STRATEGIES
Customer relationship activities have the greatest influence on customer retention. Every
customer service interaction has the potential to either gain or lose repeat business. In
financial services, the expectation of personalised, relevant offers and service is becoming a
primary driver of customer satisfaction and retention.
Big Bazaar is a hypermarket that sells a wide variety of high-quality goods at reasonable
prices. Big Bazaar stores can be found throughout India, in both major cities and small
towns. Big Bazaar has undoubtedly made a name for itself in the Indian retail industry, and
shopping here has been enhanced by the availability of discount vouchers in amounts
ranging from INR 1000 to INR 10,000 on all Big Bazaar products and accessories. The
Pantaloon Group owns the Big Bazaar shopping mall chain in India, which currently has
more than 31 outlets. Kishore Biyani, the CEO of Pantaloon Retail India Ltd, pioneered the
concept.
Big Bazaar was designed from the start to make the Indian customer feel at ease. Kishoreji's
strength as a retailer was in this area. He was certain of what he was doing, despite the fact
that it defied conventional logic.
Big Bazaar is not your typical hypermarket. It meets all of your family's requirements. Big
Bazaar outperforms other stores in terms of value for money for Indian customers. Big
Bazaar guarantees that you will get the best products at the best prices. With an ever-
expanding array of private labels, it has opened doors into the worlds of fashion and general
merchandise, including home furnishings, utensils, Crockery, Cutlery, Sports Goods, and
much more at affordable prices. Big Bazaar intends to add a lot more to their customer
shopping experience. Indian bazaars, mandis, and melas are environments created by
traders to give shoppers a sense of movement, event, and place.

STORE SECURITY

Retailers use store and merchandise protection measures and techniques to create a secure
and safe sales environment and to protect against theft, shoplifting, vandalism, and
organised crime.
Store Security Features at Big Bazaar
 Cloud storage; two-way audio; wide-angle lens; tilt/pan/zoom functions; motion-
activated recording; and infrared capability for night surveillance are among the video
camera's features.
 Burglar deterrent

38
 Detection of intrusions
 Detection of glass break
 Sensor of movement
 Remote security monitoring and management
 Detection and notification of smoke
 Detection and notification of carbon monoxide
 Detection and notification of freeze and flood damage
 Door key cards that are digital
 Electronic access control and time tracking, integrated with time and attendance
 Create a reputation for "zero tolerance."
 Big Bazaar follows the "broken window" theory of justice, charging all theft to send a
strong message of deterrence.
 It maintains visibility throughout the store by keeping shelving low.
 Big Bazaar has 360° high-resolution video camera coverage throughout the store.
Video images used to be grainy, but modern technology has solved this problem.
 Big Bazaar has a security system that operates via phone line.
 Big Bazaar has kept the number of employees with keys and unsupervised access to
money and sensitive information as low as possible.
 Big Bazaar has a bell at the front entrance and exit.
 Big Bazaar has vigilant guards who keep an eye out for anyone who appears
suspicious.
 Big Bazaar’s all areas of the store are both inside and out, well lit.
 It has Mirrors: Corner ceiling mirrors are inexpensive, help eliminate blind spots, and
serve as an effective deterrent.
 It has RFID / security tag systems: If the store carries a large amount of valuable
merchandise, RFID or other security tag systems may be cost effective.
 It has Shoplifting Warning Signs: Shoplifting warning signs are an inexpensive way to
deter shoplifters.
 Employee background checks and thorough interviews are valuable tools, but make
sure to follow all applicable laws.
 Fire safety guidelines: It has fire extinguishers and fire suppression features in
ventilation systems that are serviced on an annual basis, and it displays the tags that
document when the servicing occurs.

UX Planet

39
CHAPTER 4: CUSTOMER EXPERIENCE

Customer experience is a measurement or indicator of how satisfied customers or users of

an organization's products or services are with those products or services.
Big Bazaar's customer experience can be defined as-
 Big Bazaar's ability to meet its customers' business, emotional, and psychological
needs
 Quality of service delivery expected by the customer
 An internal drive to satisfy a customer's unsatisfied need
 Providing good services in a pleasant manner and meeting the customer expectation
 Comparison of expectation vs. reality
There are only a few possible dimensions that Big Bazaar measures.
 Pricing for product quality
 Discounts and promotions
 Employee Behaviour
 Complaints or issues
 Experience in billing
 Store ambiances and cleanliness Security Behaviour
 Overall shopping experience

ENTRY PROCEDURE
 The Big Bazaar entrance promotes the brand story as well as creative eye-catching
window displays and signage essentials.
 Big Bazaar has well-designed entrances, even if the customer does not make a
purchase on the first visit but will return.
 It has a large store opening and is the first point of contact between the customer and
the store.
 It has adequate lighting, fixtures, and appealing colours.
 When a customer walks in, they are greeted by high-quality merchandise and fast-
moving good displays.
 Customers must seal their luggage before entering the store, or they can leave it
there.

BAGGAGE / TOKEN COUNTER

 A security guard stands at each entrance to
the Big Bazaar store to check the customers'
luggage.
 Customers are only permitted to take purses
or electronic items; all other items must be
submitted at the counter, where the guard will
issue the customer with the appropriate shelf
token.
 The customer can retrieve their belongings
while leaving the store by returning the token
to the security guard. Four Square

40
  In accordance with the covid protocols, the guards began to check - Customers body
temperature
 Whether or not customers are wearing masks.
 Keeping a social distance.
 Footfall is documented with name, number, and address.

SELLING PROCESS
Customers are greeted by salespeople at the store's entrance.
Salespeople greet customers and direct them to the appropriate sections.
By adding shop extensions on the pavements.
Big Bazaar increases customer selling interactions-
 Wednesday Bazaar -Big Bazaar introduced the Wednesday Bazaar concept and
promoted it as "Hafte Ka Sabse Sasta Din." It was primarily intended to attract
customers to the stores on Wednesdays, when the least number of customers are
observed. The goal of the concept, according to the chain, is "to give homemakers
the power to save the most and even the stores in the city don a fresh look to make
customers feel like it is their day."
 Big Bazaar introduced the concept of "Sabse Sasta Din" in order to achieve sales of
Rs 26 crores in a single day. The plan was to simply create a day in the year that
belonged entirely to Big Bazaar. This was introduced on January 26, 2006, and the
outcome was so spectacular that police were called in to control the massive crowd.
The concept was so popular that the offer was expanded from one day to three days
(January 24 to 26) in 2009, and to five days in 2011. (22-26 Jan).
 Maha Bachat- Maha Bachat began in 2006 as a one-day campaign with enticing
promotional offers available at all Big Bazaar locations. It has evolved into a 6-day
biannual campaign over the years. It has appealing offers in all of its value formats,
such as Big Bazaar, Food Bazaar, Electronic Bazaar, and Furniture Bazaar, which
cater to a consumer's entire needs.
 The Great Exchange Offer- On February 12, 2009, Big Bazaar introduced "The Great
Exchange Offer," in which customers could trade in their old goods for Big Bazaar
coupons. Consumers can later redeem these coupons for brand new goods across
the country.

CONSUMER ENGAGEMENT
Big Bazaars consumer engagement strategy.
 Exchange offers such as the Junk swap offer
 Repayment card
 The future card
 Wednesday market
 Asin and MS Dhoni endorse the brand.
 Promotional material (print ad, radio and TV)

41
Fast Billing
Big bazaar introduced a new concept called FAST BILLING to save time and avoid long
lines in cities like Chennai.
The idea behind FAST BILLING is as
follows:
 Fill out the customer
information
 SMS the
verification/confirmation code
 Display the code in the billing
section of the store.
 To avoid the long lines, be the
first preferred customer.
Big Bazaar, 2017

Shopping List website

The Big Bazaar established a new trend in the online retail industry in order to boost sales at
their physical stores. "ADD TO SHOPPING LIST" is now available on their website
https://www.bigbazaar.com/. Customers can use this portal to
Self-registration
 Make a new shopping list.
 Add the items to their shopping
list.
 The list can be shared or
downloaded.
 Customers no longer need to be
concerned about products they
may have forgotten to purchase
while shopping as a result of this system
medium.com, 2018

Big Bazaar Smart Search

Big Bazaar debuted #SmartSearch, another self-service
technology.
Customers can use this to search for products and
receive offers/discounts.

Gadget Grasp, 2019

CASH MANAGEMENT AND CUSTOMER CHECKOUT
Cash Management is the location where sales transactions take place. Employees who work
at the point of sale interact with customers and are in charge of security payments and
merchandise delivery.
A computer, barcode scanner, credit card machine, and paytm or UPI scanner are all part of
Big Bazaar cash management. Employees with access to computers at the point of sale
adhere to the accounting procedure for cash credit receipt and personal check. This includes
following proper daily opening and closing procedures.
Employees should be in charge of administering credit accounts, frequent buyer
programmes, and mailing lists that Big Bazaar occasionally offers.

42
Customers may have questions about specific products at cash registers; the point of sale
cashier has familiarity training to provide accurate answers.
Big Bazaar has a convenient stopping point for the checkout counter. This counter is large
enough to accommodate the customer's luggage. After billing, the cashier manages all of the
merchandise into the shopping bags, and those who do not have shopping bags can take
their trolley to their designated parking lot. At the checkout, a guard tallies the bill along with
the customers' shopping bags. Checkouts are unobtrusive, and no electrical outlets are
overloaded.

gettyimages

AFTER SALES SERVICE

After-sales service refers to any assistance provided to a customer after the product or
service has been purchased. After-sales support is used as a business strategy because it
increases customer satisfaction, brand loyalty, and even word-of-mouth marketing. After-
sales services provided by Big Bazaar include shipping and gifting at the point of sale.
When a customer uses a voucher or order number to pay for merchandise, point of sale
employees must retrieve the merchandise from the stock area or direct customers to the
pickup locations.
After the bill is generated, the POS cashier informs the customers about upcoming special
promotions or discounts.
Electronics are delivered and installed for free.
In terms of covid protocols, same-day grocery delivery.
A customer service help desk is available 24 hours a day, seven days a week.

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ALTERATIONS
 Big Bazaar do provide alteration services in FBB sector.
 They give free alteration service after the billing is done of the garments.
 They also provide exchange within 15 days but tag should be there.

HANDLING CUSTOMER COMPLAINTS

Customers are the organization's first and foremost priority, such as Big Bazaar. As a result,
the companies established a customer service department to assist in resolving customer
complaints and inquiries. If you have any problems while shopping groceries online at
shop.bigbazaar.com, or if you have any issues with after-sales service for items purchased
from Big Bazaar or Fashion at Big Bazaar, you can contact Big Bazaar Customer Care for
assistance.
How Can I Contact Big Bazaar Customer Service?
Big Bazaar customer service can be reached in a variety of ways. You can expect a
resolution to your problems or issues within 48 to 72 hours. As a result, we recommend that
you only use one of the methods listed below.
1. The first option is to contact the customer service team using the Big Bazaar Customer
Care number.
2. The second method is to call the Big Bazaar Customer Care Toll Free Number.
3. Send an email to Big Bazaar's customer service.
4. Contacting the customer service department via social media information
Customer service at Big Bazaar Details about social media
The use of a social media platform to contact the service team is a very effective method.
Simply post your problem on any of the social media platforms listed below, and you will
receive a phone call within 24 to 48 hours. Please include your mobile phone number or
contact information so that a company representative can easily contact you.
Big Bazaar social media links for contacting customer service.
a) Facebook; b) Twitter; c) Instagram; and d) YouTube.
2. Contact Big Bazaar customer service at care@bigbazaar.com.
Always include the below-mentioned information in your emails.
a) Bill number b) Which Big Bazaar store you purchased from c) Date of purchase d) Your
phone number e) Clearly state the problem you are experiencing.
These specifics will assist the executive in locating a solution as soon as possible.
3) You can also use the toll free number +1 800-266-2255 to contact Big Bazaar customer
service. You should keep all of the information that the customer service representative will
ask you; the information listed above is required for the quickest solution. Please remember
to request your complaint registration number; this number will be needed for future
reference. The escalation matrix for your complaint is strictly followed here; as soon as you
raise the complaint and receive the complaint ticket id, your complaint is routed to the
management of the store where you purchased the items, or the Big Bazaar store near me,
which you have chosen.
Big Bazaar customer service rules and escalation matrix for complaints a) Within the first 24
hours of a complaint, escalation goes to Store management.
b) If the store manager does not resolve the complaint within 48 hours, it is automatically
escalated to the next level, which is the Zonal level.

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c) If it is not resolved by the ZO team within 48 hours, it will be escalated to the Regional and
Country CEO. There aren't many cases that take this long. The majority of complaints are
resolved within 24 to 48 hours.
Customer Service 4 Big Bazaar Store
You can use Google to find a Big Bazaar near me and then go to the customer service desk
inside the store. Remember to bring your original bills, items (which you may want to
exchange or return), and any ticket size offer items you received free with your purchase. It
is always a good idea to read Big Bazaar's Exchange and Return policy before filing a
complaint, as all retail stores and businesses have terms and conditions listed on the bill.
How to Find Big Bazaar Customer Service Numbers Near Me
If you are unable to visit a Big Bazaar store near you, you can obtain a Big Bazaar customer
service number from the bill copy. Because the contact information is always available on
the bill.
How long does it take Big Bazaar Customer Service to resolve issues?
All customer problems or concerns are addressed within 24 to 48 hours. Except for a few
complaints that cannot be resolved quickly due to technical issues. It takes 7 to 15 days for
such technical issues as Future Pay Cash Back issues.
How long does it take Big Bazaar's customer service team to resolve issues like exchange
and return?
They resolve such issues in 1 to 2 hours. Big Bazaar's exchange and refund policy should
allow for this. In the event of any other issues, such as warranty and guarantee, they
facilitate and assist in coordinating with the service providers of that brand. They take
responsibility for their own brands or private label brands, such as Koryo, and resolve issues
based on the availability of parts for defective items or stocks.

COMPITITORS OF BIG BAZAAR

DMart is Big Bazaar's #1 rival. DMart is a Public company that was founded in Mumbai,
Maharashtra in 2000. DMart competes in the General Merchandise & Discount Stores field.
DMart has 4,825 fewer employees vs. Big Bazaar.

Bigbasket is perceived as one of Big Bazaar's biggest rivals. Bigbasket was founded in
2011, and is headquartered in Bengaluru, Karnataka. Bigbasket is in the Food/Groceries
Delivery field. Bigbasket generates $2.6B less revenue vs. Big Bazaar.

More is a top competitor of Big Bazaar. More is a Private company that was founded in 2007
in Mumbai, Maharashtra. Like Big Bazaar, More also operates in the Fashion, Apparel &
Accessories sector. Compared to Big Bazaar, More has 14,000 fewer employees.

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 SlideShare

Big Bazaar Supply Chain Management Procurement

BigBazaar is done through the Central Distribution Center (CDC) and local vendors.
BigBazaar has about 26 vendors in Kalyan. The store's inventory is managed by an
automated replenishment system (ARS). The CDC is strategically located so that it can
easily cater to nearby BigBazaar.

SlideShare, 2013

The Big Bazaar uses cutting-edge technology in its operations.

Every day, new technological advances are made. Big bazaar has also used many of these
examples, some of which are listed below.

SlideShare, 2013

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ERP and new management information systems

An information system is a system that takes resources as input and produces information
as output. It is a structured collection of people, hardware, software, network, and data
resources. It assists in knowing details about daily transactions, easily calculating profit and
loss, making quick and accurate decisions with the help of MIS, and knowing the regularity
of employees. They use a storage device to
keep track of all transactions per day.

The MIS makes use of two centralised

servers, namely. The primary server and
The other is a backup server that can take
over from the main server in less than 5
minutes if there is a problem. Each server
has its own storage system with mirroring
hard discs (15 hard discs storing the same
data at the same time). Every day, the data
Slide Share
is continuously backed up on CDs.
JD International's (electrical maintenance dept.) excellent electrical wiring supports the entire
system. Big Bazaar has 15 transaction counters. REM is used to record transactions at each
of these counters. The database used for storage is known as the POSH database, and it is
a Big Bazaar in-house production. These transaction counters can capture credit card details
and customer information from large customers (though
not all customer information is currently collected).
Transaction receipts are in the form of cash, credit, or
Sodexo passes. The Sodexo passes are converted to
cash and sent to the headquarters on a monthly basis.
The daily transaction volume ranges from 3000- 4000
on weekdays to 5000- 6000 on weekends. Every
transaction recorded at each terminal is directly saved Slide Share
to the POSH database.
Oracle finance: an Oracle package is used for this purpose. Every day, the financials are
sent to the HO.

The Economic Times

47
CHAPTER 5: STORE INVENTORY MANAGEMENT
Inventory management is one of the core operations that contribute to a retail operation's
success. In general, it is the process by which a retailer ensures that stocks are available in
accordance with emerging demand. The process must ensure that there is neither an
exhaustion of in-demand stock nor an overabundance of slow-moving stock.
Inventory management standard operating procedures:
 Auto re-order level: The entire inventory management in a company is standardised,
and stock reordering is automated based on pre-defined criteria.
 Inventory Analytics: This process is closely related to inventory optimization in that
the retailer makes stock quantities available in the required quantities and locations
based on demand and supply.
 Inventory Control Procedures: The goal of this practise is to protect the inventory
during the coordination and management of it.
 Inventory audits are a procedure for determining the quality of an inventory at any
given time. And it is primarily divided into two types: global audits and sample audits.

Inventory Management Advantages

 Now that we've defined the process that can lead to better inventory management,
let's get into the specifics of the benefits of inventory management, which are as
follows:
 Improves inventory order accuracy: Proper inventory control would allow the retailer
to avoid product shortages and the warehouse to store just enough without allowing
in more than is required.
 Ensures an Organized Warehouse: Inventory management allows a retailer to
position their best-selling items in the most accessible locations. This allows for faster
order fulfilment while also keeping customers satisfied.
 Saves time and money: Because the necessary management procedures are carried
out in accordance with established protocols or SOPs, the retailer is not required to
perform an inventory count. Furthermore, with better inventory control, the retailer
would not waste capital on slow-moving inventory.
 Increases Productivity and Productivity: Installing devices such as barcode scanners
and other inventory management software applications will help boost productivity
and performance to previously unheard-of levels.
 Improves the Scope for Repeat Customers: Successful inventory management
reduces the likelihood of negative feedback from customers, increasing the scope for
retaining
customers
who
overspend.

CNBC TV18

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MERCHANDISE HANDLING PROCEDURES
Shopping has evolved from a necessity to an adventure. It's more of an experience, a
chance to celebrate. The good old days of making a list and shopping at the nearby Kirana
store are long gone. Shopping is now a welcome diversion from hectic schedules. Big
Bazaars rule hearts with "Is se sastha aur acha kahin nahi"Central with the motto "Shop Eat
and Celebrate." The double conversion theory states that visitors can be converted into
buyers.
At this juncture it is important to notice that visual merchandising, which deals with the
display of products and creating a ambience.
A good display encourages customers to enter the store and makes them want to look
around.
70 Percentage Rule
According to a 1995 study conducted in the United States by the Point-of-Purchase
Advertising Institute, 70% of purchase decisions are made on the store floor.
In addition to concluding that "more than 70% of brand decisions are made in-store,"
"POP (point-of-purchase displays) are a significant decision Influencer," it was also asserted.
According to the study, "more than seventy percent of brand purchase decisions are made
in-store at supermarkets, and more than seventy four percent are made in-store at mass
merchandisers." The scope of this study was broad, encompassing data from a nationwide
field intercept study of 4,200 consumers across fourteen cities. Visual merchandising has
taken the retail industry by storm. The window to the human mind is derived from Neural
marketing, an intriguing marriage of marketing and science. It is the key to unlocking the
subconscious thoughts, feelings, and desires that drive our purchasing decisions in everyday
life.

The FIVE Sensory Element

1. Sight: The first thing that draws a customer into a store is the appearance of the
store. A welcoming and friendly store always has an advantage over those that are
not. Bright colours, well-placed merchandise, and in-store advertisements all
contribute to creating that "sight" for a consumer. In a furniture store, for example,
facts and helpful tips from interior designers can be displayed next to merchandise to
assist customers. They can see, read, and make sound decisions.
2. Sound: It is essential to indulge the sense of sound by playing pleasing music (in
accordance with the merchandise and brand concept). Fashion shows on screens
and stylist tips can be aired in an apparel store for young adults to assist shoppers in
selecting clothes for themselves. Interviews or quotes from famous authors can be
played in bookstores to educate customers on which books to purchase.
3. Smell: A pleasant odour always adds to the atmosphere of a store. While working in
accordance with the retailer's specifications, a visual merchandiser should always
keep the shopper's sense of smell in mind. Good odour is a guaranteed plus for the
store; it may not always be remembered, but its absence will be remembered.
4. Touch: This is a difficult sense to cultivate, but it is crucial. It is more than a
requirement for today's quality-conscious consumer to be able to "feel" the
merchandise. Whether it's trying on clothes in a fitting room or testing a perfume with
a tester. When it comes to the sense of "touch," the client should always be made to
feel at ease. The importance of this cannot be overstated.

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 5. Taste: Not all retail stores can hope to capitalise on the sense of taste. However,
those who can, such as chocolate shops, candy shops, F&B outlets, snack and juice
bars, should always aim to treat their customers' sense of "taste." On-site tasting
samples, free dishes or drinks with certain purchases, or sweets and chocolates for
kids at any other type of store are a few ways the retailer can indulge the consumer's
sense of taste.
Pampering the five senses of the customers ensures a sensory shopping experience for
them. Working out a store's visual merchandising with this goal in mind can do wonders for a
brand. In this case, the sixth sense could be the consumer's sense of purchasing the
product. However, that sense will only prevail if the other five are effectively stimulated.

MERCHANDISING ELEMENTS
1. Exterior Presentation: A
storefront's quality is a major
determinant for a customer, and
the store's appearance should
never be compromised. The
exterior design subtly
announces what customers can
expect on the inside. Good
exterior visual merchandising
draws attention, piques the
customer's interest, and invites
them into the store. In general,
the exterior presentation should Getty images

convey a progressive, lavish, or

low-cost image to the customer. The important point to remember is that how a store
visually greets a customer has a lot to do with whether they enter or not.
2. Signs for the Outside: A good sign acts as a silent salesperson. A sign must
capture the attention of customers in less than ten seconds and convey what the
business is and what it sells. The size of the letters used in signs should be large
enough to be read from a distance. Elegant design and expensive sign material will
convey a luxury goods and services business. The design of the sign conveys a
great deal about the company. Signs can also be used to target specific market
segments such as youth, women, singles, and so on. The logo is also very important
and plays a significant role in attracting
customers. They should be distinctive
and noticeable. To put it another way
Simple, brief, well-designed, well-
lettered, and easy-to-read signs will
attract more customers and convey a
sense of welcome. A store's signage
serves as its identity. The store is
recognised by the public due to the sign.
As a result, it should create an image
that can be consistently carried out as
the store's identity.
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50
3. Marquees: A marquee is a type of sign that is used to display the name of a store.
Effective marquees should be designed to stand out from the crowd and capture the
attention of customers.
4. Banners: Banners are a low-cost,
colourful, and eye-catching form of
advertising. They can be changed
frequently to create different
appearances, which will attract
customers to the store. It will be
more effective if the colour scheme
and design concept used in the
banners match those used in the
store, on promotional materials, and
in newspaper advertisements.
Slide Share

5. The store entrance and aisles are what most

first-time customers remember. This is consistent
with the adage "first impressions are the best
impressions." Giving the best impression to
customer’s right at the entrance is essential for any
store. Cluttered aisles make shoppers feel
uncomfortable, resulting in a negative shopping
experience. Entrances that allow customers to enter
a store without being aware of their presence are
Slide Share also becoming increasingly popular.

6. Window Displays: As far as visual merchandising stands go, the display in shop
windows is becoming increasingly popular. Changing window displays to reflect
themes, moods, and seasons is becoming more popular. Window displays in a store
must be given special attention because they are the information link to the potential
customer. A good window display is thought to be responsible for up to one in every
four sales. Window displays should
draw attention, pique people's
interest, and entice them to enter the
store to buy goods. The average
amount of time an individual spends
looking at a window display is about
eleven seconds, and that is the
maximum amount of time available.
Customers find it difficult to
determine the message and what
items are being promoted when
merchandise is crammed into a
window.

Slide Share

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PRINCIPLES OF DESIGNS

1. Interior Presentation: Because selling space is the most important aspect of a

store, making the most of every square foot will help to maximise sales. When
designing interior displays, keep in mind that the theme and image presented on the
exterior must be carried throughout the interior of the store to provide consistency for
the customer. The goal of interior design is to create desire for the merchandise,
show what is available, and encourage both impulse and planned purchases. A
store's three major goals should be to motivate customers to spend money, project
the store's image, and keep expenses to a minimum. Well-designed displays and in-
store promotions are essential for maintaining a consistent theme and assisting
customers in finding advertised items. Although the percentage of in-store purchase
decisions varies
depending on the
type of store and
product, this is an
important selling
point. According to
the Point of
Purchase Advertising
Institute (POPAI),
nothing influences
consumer
purchasing decisions
more than
advertising used
where the sale is
actually made—-at
Apex
the point of purchase.

Impulse Buying - The Visual Merchandising trick of Impulse Buying According to a study
conducted in the United States, 64.8 percent of all purchase decisions were made inside a
supermarket. This included impulse purchases, substitutions, and general planned
purchases where the shopper had an item in mind but no brand. The majority of people said
they bought the item because they saw it displayed. Displays or advertising may not
significantly increase product sales.
Combining advertising and display
into a cohesive promotional
campaign, on the other hand, is
usually more effective. Some effective
displays are developed from scratch,
while others are created by suppliers
or brand-name manufacturers.
Balance, emphasis, proportion,
rhythm, colour, lighting, and harmony
are the main design principles used in
display. These principles apply to all
Apex
window and interior displays.

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Display Design- Having good displays, both exterior
and interior, is an effective way of attracting
customers to a store. A customer will be drawn to a
display within three to eight seconds, which is the time
it takes for a customer to determine interest in a
product. Every display should be well-planned and
themed. A good design brings a visual presentation
together. This means that the design draws attention
in a way that enhances the store's image while also
introducing merchandise to the customer. Sale or
promotional items should only be displayed in front of
the store for a limited time. If the sale or promotion is
expected to last several weeks, merchandise should
be moved to the back of the store. Customers should
always be able to see new, exciting, and creative
merchandise on display at the front of the store.
Apex
PROPS, FIXTURES AND SIGNAGE
Props-
A prop is something that is used in conjunction with a product in a display to clarify the
function of the merchandise being sold. Props are an essential component of any display. In
visual merchandising, they are used to tell a story about a product, a merchandise concept,
or the store itself. Floor coverings, wall treatments, backgrounds, mannequins, shelves, and
steps are examples of display props that are not for sale. Props can also be for sale
merchandise.
Image-
When using sellable merchandise as a prop, ensure that it is appropriate for the theme of the
display and in sufficient quantity to meet any increased demand caused by the display.
Theme and prop merchandise must be prominently displayed in their respective
departments for easy customer access. Display props can be used for non-merchandise
categories if a store does not have merchandise that can be used in the display. Non-
merchandise props used for their intended purpose can help tell a story. Tissue paper, pens,
pencils, shopping bags, hangers, chairs, desks, and tables are just a few examples. Props
are used to highlight or complement merchandise and add visual excitement to the
surrounding area.

FIXTURES TYPES
1. Straight Rack-Long pipe suspended from the floor or attached to the wall with
supports.
2. Fixtures with four directions: A pedestal
is made up of two perpendicular cross bars.
3. Fixtures for the walls: To make store
walls merchandisable, they are usually
covered with a skin and fitted with vertical
columns of notches similar to those found
on Gondolas, into which a variety of
hardware can be inserted. This allows store
Slide Share
walls to be merchandised much higher than floor fixtures.

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PLANNING MERCHANDISE DISPLAY
 Shelving is adaptable and simple to
maintain.
 Suspending merchandise from
hangers.
 Pegging is the use of small rods that
are inserted into walls.
 Folding– A high fashion image is
created by soft lines that can be folded
and stacked on shelves or tables.
 Stacking– For large hard lines that can
be stacked on shelves, base desks of
gondolas or flats –easy to maintain and
portrays a high volume/low price image.
 Dumping – Large quantities of small
merchandise can be dumped into
baskets or bins effective for soft lines
(socks, washcloths) or hard lines
(batteries, candy, grocery products) –
creates a high volume, low cost image. Apex
 Depth- Depth is the distance between the front and back of the window. It
is critical to give the display the appropriate amount of depth. Consider how we watch
movies and look at paintings; we step or sit back from whatever we want to see. The
same is true for windows: in order to see the entire picture, it must be set back from
the glass rather than directly in front of it. The general rule is to start three quarters
away from the glass and work your way forward. At the same time, the display should
be descending from the highest setting.

Recommendations for Merchandise and Fixture Display

Goods can be displayed effectively on a variety of fixtures such as gondolas, tables, cubes,
mannequins, waterfalls and other racks, display cases, and manufacture point of purchase
displays. A fixture should not only complement the merchandise but also the environment
created in the store. Each fixture should present the merchandise to the public, acting as an
unseen salesperson. Gondolas, which are movable shelving accessible from all sides and
used to display merchandise in self-service retail stores, are one of the most common store
fixtures. They can be arranged in rows, as in grocery, hardware, and drug stores, or used
singly to form an island.

Basic fixture placement guidelines

Some fundamental rules for fixture placement are outlined below.
 These are not absolutes, but rather guidelines that work well with store layout and
customer traffic patterns.
 Three feet between racks must be allowed.
 A major aisle is the one that leads directly to the fire exit.
 Fixtures and extraneous materials must not obstruct the fire exit.
 To maximise sales, a well-planned, geometric aisle pattern is best.
 Instead of wing fixtures, aisle displays must be placed on an island.

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  When arranging racks, work your way up from small (sized or capacity) fixtures in
aisles to large fixtures near the back walls.
 When working with hard goods, place cubes in the front of the department or store
and gondolas in the back.
 Because there is less stock available in higher-priced stores, fewer fixtures are
required.
 T-stands and four ways can be used to create the illusion of space and selectivity.
 This emotion is required to sell higher-priced goods.
 Exciting displays of mass merchandise in terms of quantity and colour must be
created.
 Cubes can be used to make folded goods.
 Tub tables and round racks are examples of fixtures that rack well for sale items. And
rectangle-shaped racks

Interior Signage
Signage is an important component of interior design and point-of-purchase promotion.
Store signage that conveys a
sales message to customers
can compensate for a lack of
sales personnel. A good
point-of-purchase sign, when
properly placed, acts as a
salesperson without pay.
Originally, signs were used
to identify a store, name
different departments, and
announce sales and sale
merchandise. Despite their
primary function, signage
now frequently advertises
vendors, colours, quality, and prices. They can also be used to describe Justdial
merchandise features and explain customer benefits.

Display errors that occur frequently

There is no hard and fast rule for how much merchandise should be displayed in a given
area. The price of the merchandise, on the other hand, is a major consideration. The fewer
items displayed, the more expensive the item. Some precautions must be taken to ensure
that the display area is not overcrowded with many similar items
 Many different items, so that any selling message is lost
 Appear aesthetically offensive to the customer
There is insufficient merchandise.
 A window or display area with insufficient merchandise gives the appearance of a
store going out of business or indicates to the customer that the establishment is less
than prosperous.
 In most cases, a lack of merchandise on display indicates that the merchandise has
been sold and has not been replaced.

55
  If the items required for display are unavailable, the display dimensions must be
reduced to appear in proportion to the available merchandise.
 One of the primary causes is also a lack of planning.
There is no underlying theme.
 Merchandise is frequently displayed in an area with no selling message, theme, or
motive.
 The display must have a strong theme, regardless of the type of merchandise used,
the location, or the store type. In a few seconds, the consumer should be able to
grasp the concept presented by the display.
Time allotted for a display
 Many interior displays are changed on a daily basis as a standard because they are
effective and merchandise sold directly from them must be replaced.
 Large window displays can be changed as frequently as twice per week or as
infrequently as once every other week. This is usually determined by the season and
the length of time that a current store theme has been planned.
 An unusual festive display is an example of a display that could last longer. A
display's cost, time, and planning are also used as a guideline for frequency of
change. Internal store promotions and special window promotions have a longer
display life.
Display Budget is limited or Non-Existing
 An empty display area generally indicates a downward sales trend. After all other
financial needs have been met, display areas are frequently budgeted with the
leftovers.
 This usually means that the display has a small or no budget. A low-budget
appearance should be avoided.
 A low-budget display may consist of crepe paper, tissue paper, construction items, or
other perishables. Low-cost displays generally convey a negative image to the end
user.
 However, a high level of creativity is required to plan and execute a spectacular
display on a shoestring budget. It is possible to create a good theme without using an
expensive background. An example would be the effective use of antique furniture,
wood, and clothing to create a classic image.
A failure to pay attention to detail
 It is critical to make a good first impression.
 As a result, paying attention to minor details is critical. This is usually the first thing a
customer notices.
The following is a list of things that must be completed prior to the finished display:
 The display should be completely dust-free. Signs should be attached to the display,
providing all necessary information. Lights in the display area should be covered.
Furthermore, precautions should be taken to avoid fire and other related disasters.
The display area should be checked from all angles so that all merchandise is easily
visible and aesthetically pleasing.
 Misapplication of display principles
 The four design and display principles are emphasis, balance, rhythm, and
proportion.
 These principles must be reviewed each time the display is finished.

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  Every display requires a starting point for the viewer's eye. A frequently displayed
display has no definite point of emphasis or the point of emphasis is in the wrong
place.

Merchandising with other sensory organs

The use of music
The use of music can dramatically alter the store's image and the mood of its customers.
Music creates moods, helps to motivate the subconscious mind, and leaves a lasting
impression on customers. Specific music for specific merchandise can enhance the
shopping experience and serve as an important tool in brand development.
Scents and Perfumes
Another application of stimulation is to stimulate the olfactory lobe of the brain. Specifically,
the use of perfumes and scents. A layout with fresh breads and buns can entice customers
with the aroma. Customers can be enticed by the use of perfumes and scents in store
segments that sell soaps and toiletries. A pleasant scent can create a wonderful atmosphere
and enhance the shopping experience of customers. Scent can also play a significant role in
deciding which product to purchase. Everything from perfumes to scented candles, toiletries
to cleaning products is purchased with scent in mind. In most cases, the scent determines
which product the customer purchases.

STOCK MANAGEMENT
Big Bazaar primarily sells national brands such as Lee, Levis, and others. Aside from that, it
also sells some private label brands such as DJ&C in apparel and Korean electronics. Big
Bazaar also carries FMCG, FOOD & NON- FOOD junction, staple items, fruits & vegetables,
fashion & apparels, chill section home decorator, footwear, book zone, CDs, and so on.

Inventory types maintained

The inventories kept in the outlet are of various product categories. Cycle inventory is
primarily used for FMCG and food product categories. Inventory safety level for FMCG
Products Because of the fluctuation in demand for apparel, seasonal inventory is
maintained.

Inventory control in Big Bazaar:

Inventory control SAP is used to manage Big Bazaar (System, Application and Productin
data processing). It is used by the back office to maintain data, general ledger, generate
purchase orders, and inward goods, among other things. REM (rapid eye movement) is used
at the point of sale (POS) to generate cash memos. It keeps track of the goods sold and
uploads the data to SAP.

Forecasting Demand:
Sales from the previous quarter are taken into account.
Weekly consumption is calculated based on the amount to be ordered = (Weekly
consumption safety stock amount based on the number of days the supplier supplies in a
week).

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Purchase order generation:
It includes the article number, description, MRP, cost price, tax, landing rate, quantity, total
amount, payment terms, delivery dates, and so on.

Dispatch of Saleable Goods:

Physical inspection, quantity check, bar code distribution, and system entry are all part of the
Warding Process

Information about the stock's position:

REM (Rapid Eye Movement) records all POS transactions (Point of Sale). It also keeps track
of the inventory on hand at the time and automatically updates SAP.

Re-Ordering of Goods
Orders are placed as and when they are needed. However, he stated that such measures do
not exist, with the exception of a few items. Previously, apparel was ordered when the stock
fell below four per item pieces. It was 7 days for general merchandise, which includes food
and non-food items, but they always keep the transit time of 2 days in mind. Vegetables are
purchased from local vendors on a daily basis.
The re-order point is at 50%.
Margins:
Margins Mark Down Method: We have MRP and must calculate the CP in this method.
Mark Down Method: Here, we must provide the CP and calculate the MRP of the product.
Big Bazaar buys goods with MD margins.

THE MAP (moving Average Price)

Price Increases: When the price is raised, the MAP rises, indicating a loss in the sale of
each old stock and a profit in the sale of new stocks.
Reduced in New Stocks: When the price falls, the MAP falls, resulting in profits in the case
of old stock and losses in the case of new stock.
Fill Rate: It is used to assess the efficiency of suppliers based on the quantity of goods
delivered in accordance with the order.
Stock Take: The process of matching the physical quantity of stock with the system quantity
is known as stock take. Stock take determines the amount of shrinkage at that time. The
difference between system inventory and physical inventory is referred to as shrinkage.

Big Bazaar Product Categories:

Big Bazaar generally deals in national level brands such as Lee, Levis, and so on. Aside
from that, it also sells private label brands such as DJ&C in apparel and KORYO in
electronics. Then we inquired about the product categories, which include FMCG, Food&
Non-food Junction, staple items, foods & vegetables, fashion & apparels, chill section, home
decor, footwear, book zones, CDs, and so on.

Decision Regarding Inventory Maintenance:

In terms of how the store manager determines the level of inventory, the store manager
inspects the stocks on a regular basis as well as customer demands. Managers manage
stock in and stock out in order to determine inventory. He has also observed trends in
inventory requirements for example, he stated that apparel orders are placed approximately
45 days after receiving a sample of clothing.

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Big Bazaar also employs the concept of Minimum Base Unit (MBU), in which a minimum
amount of stock is kept on hand for each item in the store. For example, if the stock of any
item falls below 50, the system immediately generates an Order Quantity Report, which is
sent to the vendor, who then provides the required stock of items. Aside from these, the
Good Received Report (GRR) is kept to ensure that the items provided by the various
vendors are correct.
However, if a greater number of pieces are required, they first inquire at Big Bazaar's other
locations, such as the Patia, etc., but if they still fail to meet customer demands, they resort
to "Transfer of Interest." In this case, they would rather send Pantaloons customers, who are
also members of the Future Group, than lose them.
Aside from that, seasonal sales of items are chosen. For example, during the winter, sales
increase and additional quantities are required from vendors.
Big Bazaar's supply chain has recently undergone tremendous technological advancement,
as it has become completely computerised. When a product is sold, the computer
automatically sends a backup request.
Customers' unpredictability
Uncertain demands are met by obtaining it through other outlets of big bazaar or by
transferring interest to other outlets of future group, such as Pantaloons.
Perishable and perishable goods supply chain
Vegetables, for example, are stored with extreme caution. Vegetables are purchased on a
daily basis based on demand and seasonal items. It is also established that damaged
vegetables are sold at a low price to other channels. Whereas perishable goods such as
utensils, staple goods, and electronic items are purchased from vendors. The Central
Distribution Channel operates the distribution channel used in the supply chain process,
from which goods are supplied to each Big Bazaar Store.
Trucks and rails are the primary modes of transportation used in the supply chain process,
but flights are also used in an emergency. Transportation is contracted out. Quick & Safe,
Gati, Deluxe Roadways, and TNT are the main carriers for Big Bazaar.

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CHAPTER 6: EVOLUTION OF THE BRAND
Socio-Economic Importance of Big Bazaar in Kalyan, Mumbai
With 11 stores in the city of Mumbai and still growing at a fast pace Big Bazaar is setting a
Bench mark for all the retailers in the consumer food products, electronics and durables
industry. I have chosen Big Bazaar store located in Kalyan as it is closer to my college. To
start off with, the Big Bazaar in Kalyan is a store which is a part of Metro Junction Mall,
Kalyan East. They have another retailer Shoppers Stop in the same mall and has not quite
pressure from shoppers stop as they do not deals with food products. This type of store have
quite a few advantages which works in the favour of Big Bazaar, Kalyan. They are:
 There is no competition in close proximity. (Products of food)
 Rental costs are relatively low, and greater flexibility in terms of timing and space can
be obtained.
 Big Bazaar benefits from food industry isolation because there are no other retailers
in the same mall.
 It is possible to improve road and traffic visibility.
 Adaptation of facilities to meet individual requirements.
 They have plenty of space and can accommodate easy parking.
 Cost cuts are possible, resulting in lower prices.
But every pro has a flaw, and this is no exception. As a freestanding store, Big Bazaar faces
the following disadvantages:
 It is located a long distance from the residential areas.
 Consistent traffic will not travel long distances to visit a specific store.
 They have a small trading area. It also necessitates large and expansive facilities.
 Big Bazaar will bear the costs of outside lighting, security, ground maintenance, and
trash collection.
 There is a lack of individual attention. It necessitates substantial financial resources.
Big Bazaar, Kalyan boasts of having the majority of the food, apparel, electronics, home
decor, utensils, footwear, stationery, and other brands that are not available in that Big
Bazaar, Kalyan boasts of having the majority of the food, apparel, electronics, home decor,
utensils, footwear, stationery, and other brands that are not available in that area. Despite
competition from Shoppers Stop and De-Mart, DJ N G and their own brand products are only
available at Big Bazaar. This encourages youth traffic in the store.
With a youth population of 7.6 percent out of 18 percent in Mumbai, the store is bound to
keep brands that are liked and desired by the young generation.
Big bazaar has 31 outlets in India. Big bazaar locates its outlets near commercial areas and
residential complexes in order to reach all of their target customers.
For example, their outlet Metro Mall Junction, Kalyan, Mumbai, is near commercial areas,
allowing working-class people to drop in and shop for household items after office hours.
On the other hand, their outlets in Sangle are distinct from those found on Mumbai's High
Street Phoenix. For example, it is not air conditioned; instead, air coolers have been installed
inside the store; additionally, there are many shoppers there on days such as weekends.
People in smaller towns, unlike office workers in big cities, do not limit their shopping to the
weekends.
Big Bazaar's choice of location captures the essence of what they were doing in many ways-
they adapt themselves to the habits, tastes, and preferences of the location.

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One distinguishing feature of their location is that it is easily accessible, and they strive to
locate their outlet in such a way that they can reach a large customer base.
Many customers are pleased with the modern-looking equipment and fixtures, but one-
quarter of the customers are dissatisfied.
1. Many customers agree with the materials provided by the outlet.
2. Two-fourths of customers do not always find everything in the particular outlet, but
more than a quarter of customers always find everything in the store.
3. Many customers find adequate space to move in the outlet, and the majority of
customers are satisfied with the parking facility.
4. Many customers are pleased with the employees' responses to their problems, but
they are dissatisfied with the employees' behaviour.
5. The majority of customers are pleased with their purchases at the store, but they
occasionally discover flaws. Customers agree that employees in the store provide
prompt service, but there are many customers who are dissatisfied with the store's
services.
6. Many customers appreciate the individual attention of the employees, but they are
not always satisfied with the services and behaviour of the employees in the store.
7. The majority of customers are pleased with the store's merchandising, and they can
find every brand's product in each category and shelf according to their preferences.

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BIG BAZAAR STORE AT GOREGAON, MUMBAI.

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DATA REPRESENTATION

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ANNEXURE
1. How is the experience of customers with offers and discounts provided by Big
Bazaar?
Excellent Good Neutral Poor

2. Customer experience with respect to Big Bazaar staff?

Excellent Good Neutral Poor

3. Customer experience with Big Bazaar billing counters?

Excellent Good Neutral Poor

4. Customer experience with Big Bazaar store cleanliness?

Excellent Good Neutral Poor

5. What is the Percentage of customer footfall?

Weekly Quarterly Monthly Unplanned

6. How is the customers overall experience with Big Bazaar?

Excellent Good Neutral Poor

7. What is the most preferred mode of Payment in Big Bazaar?

Cash Payment Debit Card Credit Card

8. How much time spent by customers in Big Bazaar?

0-0.5hr 0.5-1hr 1-1.5hr 1.5-2hr More than 2hr

9. How much parking space available in Big Bazaar?

Less than adequate Adequate More than adequate

10. Comparisons of factors which encourages customer to come in Big Bazaar?

Price Service Ambience Product Variety Product Quality Convenience

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11. Customer’s perception about product arrangement and display in Big Bazaar store?
Always Mostly Sometimes Rarely Never

12. How much factors tell about new product arrival in Big Bazaar store?
Through Display Through Offers Through Announcements
By Enquiring Salesperson By Enquiring Your Own

13. Dividends of Big Bazaar store in percentage?

Pharma Clothing Footwear Watches & Jewellery Books & Gifts
Health & Beauty Grocery & Food Home

14. Perception of customer towards store layout?

Strongly Disagree Somewhat Disagree Neutral
Somewhat Agree Strongly Agree

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RECOMMANDATIONS
 “Happy House”
 “Student Plans”
 “Rural Market”
 Set up the merchandise outside the store to create a sense of excitement and buzz:
consider a "Street Fair" environment with flags and balloons. Customers are pressed
for time.
 It is preferable to use signage to identify not only departments but also categories;
this will assist customers in determining what they require and inspire additional
purchases. Plan on changing the displays at least once a week.
 Parking space for vehicles is comparatively limited; this will become a serious issue
as the store's walk-ins expand.
 Anything that moves will catch the eye, so have anything that moves —from clocks to
toys to music boxes, take one out and set it up.
 Great merchandise appeals to more than just the eyes.
 Think about how the store sounds, smells, and even feels.
 It is necessary to improve the product arrangement and offers in order to capture the
attention of the remaining 45 percent of customers.
 Customers have noticed that Big Bazaar needs to improve their ambience – with
suggestions for lighting and fragrance in the fashion department.
 Big Bazaar should prioritise Customer Relationship Management (CRM) and in-store
assistance (creating a loyal customer base and developing a more profitable – loyalty
cycle).
 Customer Care Center to assist and advice on customer loyalty programmes.
 Sales personnel must be trained not only for their counters but also for other
functions. Job revolving

COCLUSION
In earlier days visiting such a major business was a fantastic experience for me. It helped
me understand the complexities of retail management at a level above what I could learn in
a classroom.
BigBazaar, like the Indian retail market as a whole, has a lot of room for expansion.
Bigbazaar, like every coin, has two sides. As the number of people utilising the internet
grows, bigbazaar faces a serious challenge. Bigbazaar's innovative "Bigbazaar Direct"
structure, which was launched only a few months ago, has great growth potential. Only a
thorough understanding of the target segments is required, which Kishore Biyani excels at
"Daam me farak ke do gune paise vaapas," I'd like to end with just one line.
But in today’s date they are supposed to close there all store in all over India because of the
losses they faced in earlier days.

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160613090440-W4E2_BZDET
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big-bazaar-vouchers-after-the-stores-have-been-taken-over-by-
reliance/articleshow/91431239.cms
 https://www.gettyimages.in/detail/news-photo/india-mumbai-lower-parel-high-street-
phoenix-mall-shopping-news-photo/578071426
 https://www.retail4growth.com/projects/next-gen-of-indian-big-bazaars-1834
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